Omnichannel and personalisation are among the most overused terms in retail today. Omnichannel is too often condensed to the transaction and delivery aspects. Meanwhile, we sometimes forget how to add personality to our personalisation. In this episode, Oliver Banks is joined by Ines Clark, former Head of Global Strategy at Farfetch. Together, they break down the omnichannel customer journey and consider how to add the human touch into the pre-purchase stages in a personalised way, to genuinely help customers to shop. Tune in to explore the exciting opportunities for retailers to redefine pre-purchase customer experience.

Listen to this episode to discover:

• Learn why omnichannel is about more than just buying and receiving - and consider what's possible for embracing omnichannel at other stages.
• How to rethink personalisation into two distinct components.
• Which sector should retailers look to for inspiration in omnichannel and personalisation?

The show notes are at www.obandco.uk/325.